MANZEZULU CONSULTING SERVICES PROPOSAL FOR CALL CENTRE MANAGEMENT
Table of Contents Table of Contents 2 Introduction 3 1.1. Our Vision 3 1.2. Our Mission 3 1.3. Our Values 4 2. An overview of the Call Centre Industry in South Africa 3. Objectives of the Project Proposal 4. Benefits for Manzezulu Call Centre 4. Proposed Call Centre Solutions 4 4 4-5 5-6 4.1. Outbound solutions 4.2. Inbound solutions 4.3. SMS solutions 4.4. Email solutions 4.5. Technology 5. Our Understanding of the Need for a Call Centre Industry 6 6. Scope of work 6-7 7. Our summarised approach 8 8. Human Resources 9 9. Conclusion 10 2
1. Introduction Manzezulu Consulting Services is a 100% black owned consulting company that provides services and products in the areas of call centre management, customer care, capacity building, development planning, organisational design, organisational restructuring, human resource management, community development, private and public sector consulting following the national strategic plans and recognised international standards. Within this context, Manzezulu Consulting Services was conceived to assist in finding service delivery solutions to the development process by focusing on the Call Centre Management. Our focus areas are in the following areas of specific expertise: Strategic Business and Marketing Services Call Centre and Multimedia consultancy Customer Care Organisational design and Development Information Technology and Knowledge Management Recruitment and Selection Organizational Reputation Audits and Benchmarking Project Management Capacity Development Measuring Training Effectiveness and Impact Monitoring and Evaluation 1.1 Our Vision Manzezulu Consulting Services is an entity that helps to create excellence in organisations and in their people and endeavours: To be recognised as the model for accelerated Black Economic Empowerment company in South Africa; To achieve a broader and meaningful participation in the Global economy; and To create a Partnership with different stakeholders 1.2 Our Mission Manzezulu Consulting Services (MCS) assists organisations in achieving sustainable organisational and business objectives by creating sustainable wealth for its partners and people thus dictating the way we should conduct our business in order to be recognised as a truly successful empowerment group. Fundamentally, our mission concentrates in the: Creation of sustainable jobs for our people; Achieving and maintaining a meaningful skills transfer; and Ownership and control of our investments. 1.3 Our Values 3
Our values are sacrosanct, we firmly anchor ourselves to them and they provide us with leadership and the value-focused systems thinking as the basis to satisfying customer s needs. Central to our customer centric approach is our skilled, dedicated client s needs driven personnel always striving to exceed customer expectation in the following areas. Professionalism Commitment Honesty Responsive Accountability Creativity Integrity Ethical 2. An overview of the Call Centre Industry in South Africa South Africa s call centre industry is dominated by centres serving a domestic market (91%) and primarily in-bound customer service call rather than outbound sales calls. Of the call centres in this survey, 51% are located in Gauteng province, and another 38% located in the Western Cape. A full 81% are operated as inhouse call centres, and the average size is call centre agents. The call centres operate across many different industries, with telecommunication, insurance, banking, and financial services industry being the most prominent. The call centre industry has also grown dramatically over the last decade, as advances in information technology and the decline in cost of communication and data transmission have made it easier for companies to provide customer services and sales from cost-effective, geographically distant and technology-mediated centres. It is interesting to note that the government sees call centres as a valuable source of service delivery, source of job opportunities and economic development in labour intensive industries. Similarly, companies see remote, technology-mediated centres as a cost effective way of providing services at a distance. 3. Objectives of the Project Proposal To establish a 200 seats call centre; To recruit and train 200 unemployed graduates, youth, women and people with disabilities as call centre operators, administrators, supervisors and managers in sustainable jobs as the industry is here to stay with its ability to import jobs from beyond our borders. To advocate for support for the call centre market as a service delivery tool for communities,local government, national government and private sector To identify and train a select group of youth, women and people with disabilities in each of the selected districts or locality To launch and training and capacity-building ventures and to conduct surveys on the impact of the call centre to its service providers and recipient. 4
3. Benefits of Manzezulu Call Centre In South Africa, a new and exciting trend is afoot: moving away from location-centric business to call centre approach where service providers serve customers no matter where they are. In addition Manzezulu Consulting Services will establish a call centre which will also serve and meet the following needs: Cut costs for traveling and administration; Increase efficiency, effectiveness and accountability; Improve customer satisfaction and loyalty; Maximize emergency preparedness. Facilitate the awareness of basic services to our ignorant society with awareness campaigns Given the chance to improve 10111 and many emergency services that endanger human life and dignity when not offered at acceptable standard Health care being priority from sustaining stores/ warehousing to consultation 4. Proposed Call Centre Solutions Manzezulu Consulting Services will offer the following call centre solutions: 4.1. Outbound solutions Telephonic outbound solutions that includes after-sales service, database management, customer satisfaction research, promotion services, event invitation, recruitment and selection, response handling, hard selling and many other solutions. Manzezulu Consulting Services also intends developing an individual solution to suit its client s specific business requirements. 4.2. Inbound solutions Telephonic inbound solutions that include help-desk solutions, technical support, handle customer complaints/enquiry lines, offer recruitment lines and response handling lines, order taking facilities and any other general delivery and information services. Manzezulu Consulting Services realizes that because its operators are the face of the service provider, its contact centre will offer and deliver services and information efficiently and effectively in a friendly and reliable manner. 4.3. SMS solutions Manzezulu Consulting Services will offer inbound and outbound solutions to its clients. SMS solutions are a quick and cost- effective way to stay in contact with your customers. 4.4. Email solutions Email solutions that include a range of email promotion shots or email relay and inbound email receipt 5
solutions. Email solutions are a simple, fast, effective and efficient way to communicate with customers. 4.5. Technology A wide variety of different technologies in order to manage large volumes of work will be made available. These technologies will ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service. These will include the following: ACW (After Call Work) ACD ( Automatic Call Distribution) Agent performance analytics AHT (Average Handle Time) BTTC (Best Time To Call/outbound call optimization) IVR (Interactive Voice Response) CTI (Computer Telephony Integration) Enterprise Campaign Management Outbound predictive dialer CRM (Customer Relationship Management) CIM ( Customer Interaction Management) Chat and Web collaboration Issue Tracking System Third Party verification TTS (Text to speech function) WFM (Workforce Management) Virtual queuing function Voice analysis function Voice recognition function Voicemail function Speech analytics function Knowledge Management System 5. Our Understanding of the Need for a Call Centre Industry The concept of the call centre industry, and the broader business process of outsourcing industry of which call centre is a central part, currently has a high level visibility in South Africa. Business process outsourcing is one of only two sectors (the other is tourism) highlighted for specific sector support in the government s Accelerated and Shared Growth Initiative for South Africa (ASGISA), the over-arching economic development strategy guiding South Africa s development since the 2004 election. In line with this initiative, in December 2006, the government announced the approval of a programme of substantial government assistance and support for call centre industries which included marketing, skills development and substantial investment incentives that can amount to R60 000 per seat and R12 000 per agent. This high visibility and high hopes for large scale job creation in the sector, lend an increasing support and assurance of the sustainability of the call centre industry. 6. Scope of work 6
(a) Engagement Phase Initiate the project set-up logistics (contracting, inception meetings, identifying operators system, workspace for call centre agents with work station that includes a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations, strategy planning etc. Agree on the schedule of deliverables work plan focusing on the expected deliverables. (b) Phase One Development of process map phase of activities, accommodation and timeframes and who will be responsible Develop criteria selection of call centre operators Develop a capacity building programme for call centre personnel as per the scope of work Draw up an action and an implementation... (c) Phase Two Forecasting demand Equipment innovation (d) Phase Three Monitoring and Evaluation Develop monitoring Tools Empowerment of supervisors or managers Report on all the three phases. 7
7. Our Summarised Approach to Manzezulu Call Centre Management Phase One Engagement Engagement with Client Establish a process for implementation Set-up Steering and monitoring Committee Phase Two Project Preparation Establish Governance structure Accommodation Forecasting demand Refinements of equipment Design and Development Communication to operators and service providers Capacity support programme Phase Three Monitoring and Evaluation Develop monitoring Tools Training of workplace mentors/managers Evaluation Synthesize call centre performance Operation Call Centre 8
8. Human Resources Manzezulu Consulting Services have a highly skilled team of consultants who honed and drew experience from different working life experiences from a variety of multisectoral organizations within the private, public sectors and NGOs. Our personnel team members are more committed to the achievement of excellence and client satisfaction. We have a clear 100% policy that of our staff members is Historically Disadvantaged Individuals (HDI) We thoroughly assess the organization s individual needs prior to accepting any engagement. 9. Conclusion Manzezulu Consulting Services understands that every business is difficult and that all businesses have their own unique needs. At Manzezulu Consulting we provide customised call centre solutions that fits individual s needs. We offer a wide range of minute plans to chose from and also assist businesses or companies in making the right choice. This includes the understanding of the client s business and expectations, determining project initiatives, defining the requirements of the call centre, programming the call centre software and database, training of project teams suitable for call centre agents, piloting project plans and finally the actual roll out of the proposed solution. We are fully conversant and well rounded in issues of governance, democracy and client service and or customer care. 9